Companies that provide service calls must be able to schedule appointments quickly and ensure their technicians will have the right tools and materials. Field service management software can help organizations achieve these goals and provide other benefits as well.
FSM software supports scheduling, billing and data management associated with service requests. Providing top-notch customer support when issues arise can foster strong brand loyalty and customer satisfaction, and FSM software can help companies do so.
Here's more about the benefits FSM software can offer.
1. Improved employee productivity
FSM software can help field service representatives and other employees carry out their work more quickly.
For example, FSM software enables field technicians to quickly access service request details like a customer's location, their maintenance history and the current issue. Without this information, technicians may need to make extra phone calls or search for the information elsewhere, potentially causing delays.
FSM software also allows dispatchers to view field technicians' schedules so they can quickly assign appointments.
2. Reduced operational costs
FSM software can help organizations save money because its scheduling capabilities maximize technicians' time and reduce unnecessary travel.
In addition, technicians can use FSM mobile apps to access job details without calling their office, reducing the need for back-office support staff and associated costs.
3. Improved customer service
FSM software can improve customer experience by speeding up response and resolution times.
For example, FSM data allows dispatchers to schedule appointments quickly so a customer's problem is resolved as fast as possible. In addition, technicians can use the mobile app to add notes to a customer's appointment so a second technician who may work on the problem later will be fully informed.
4. Comprehensive reporting and analytics
FSM platforms provide reporting and analytics capabilities, which can offer insights into technician productivity, resource utilization and customer satisfaction.
Companies can use the data to make improvements if needed and ensure they are allocating resources effectively.
5. Improved asset management
FSM provides visibility into the equipment needed for service calls, including company vehicles, testing equipment and spare parts, among other items.
This helps ensure technicians will have the equipment they need for their appointments, avoiding delays.
6. Real-time access to data
During service calls, field technicians may need to access parts, equipment details or maintenance history.
They can use the company's FSM software to view this information and then continue their work without needing to contact anyone at the company for additional information.